Complaint resolution management expectations in an asymmetric business-to-business context

Purpose – The purpose of this paper is to gain a deeper understanding of the attributes of effective complaint management in business-to-business relationships, and to reveal the underlying benefits that buying organizations are looking for when complaining. Design/methodology/approach – A semi-stan...

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Bibliographic Details

Main Authors:	Thorsten Gruber, Stephan C. Henneberg, Bahar Ashnai, Peter Naude, Alexander E. Reppel
Format:	Default Article
Published:	2010
Subjects:	Other commerce, management, tourism and services not elsewhere classified Business-to-business marketing Channel relationships Complaints Supplier relations United Kingdom Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/11925
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